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The Clienteling PodcastAuthor: Bryan Amaral
Welcome to the Clienteling Podcast! On our show, we'll discuss a broad spectrum of customer engagement, clienteling and retail technology insights, and well provide plenty of examples and case studies directly from some of the most successful customer-focused luminaries in our industry. We'll discuss why in most cases, innovation and transformation is not a technology issue as much as it's a people, process and methodology problem. Clientricity and in particular this podcast, is focused helping retailers think through those challenges and develop a repeatable process to ensure that their stores are delivering on customer expectations and that the organization can fully benefit from those technologies deployed. In this podcast you'll gain a deep understanding of whats working, what isnt and where you should consider making your customer-centric technology investments. We are hoping that after spending 20-30 minutes listening to each episode you will leave energized and ready to apply what youve learned in your own business. We look forward to bringing you this podcast several times a month and would welcome your thoughts, ideas and comments. If you are passionate about customer centricity, clienteling and retail and would like to be a guest on the show, please send me a personal message at bryan@theclientelingpodcast.com. If you want get more personalized help or if you are interested in advisory services, contact Clientricity at info@clientricity.net Language: en-us Genres: Arts, Business, Fashion & Beauty Contact email: Get it Feed URL: Get it iTunes ID: Get it |
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An Interview with Ruaraidh Grubb, CEO of Own-Kind
Episode 1
Wednesday, 8 October, 2025
Send us a textIn this episode, Bryan Amaral interviews Ruaraidh ("Rory") Grubb, CEO of Own-Kind, a UK-based clienteling and customer-engagement platform. Rory traces Own-Kind’s evolution from a 2018 “digital wardrobe” concept to a post-lockdown product-market fit that helps retailers deliver exceptional, content-rich customer experiences. Framing clienteling as a practice supported by software, Rory explains how Own-Kind shortens time-to-value for store associates and customers through personalized, shoppable lookbooks, QR-enabled onboarding, and engagement telemetry that surfaces purchase intent and prompts timely human follow-ups.Bryan and Rory dig into real outcomes and adoption: streamlined integrations (including Shopify), 1:1 onboarding for every user, and results reported by brands such as 2–4× higher conversion and 3× AOV, with rapid ROI. They also explore the road ahead—supporting in-store events with sales attribution, instant chat, social modules, and an enhanced appointments flow—and how AI should remove admin and amplify people rather than replace them, keeping associates at the center of the relationship.Key takeawaysClienteling is a practice — Software should enhance associate engagement, and empower better human moments.Content drives engagement — Personalized, video-rich lookbooks + clickstream insight reveal intent before purchase and is the entry point into creating high-value customer journeys.Adoption by design — 1:1 user onboarding provide real-world insights into how technology supports retail selling and constant UX iteration lower friction and speed results.Plug-and-play where possible — Streamlined integrations (incl. Shopify) reduce IT lift and time to go-live.Measured impact — Brands report rapid ROI, 2–4× conversion, and 3× AOV; retention is the next frontier to quantify.Human + AI balance — Use AI/agents to suggest next best actions and remove admin while the associate stays in the loop.Enjoy the show! Own-Kind Website: www.own-kind.comRuaraidh's LinkedIn: https://www.linkedin.com/in/ruaraidhgrubb/Bryan’s LinkedIn: https://www.linkedin.com/in/bryanamaral/Bryan’s Website: https://www.clientricity.netBryan’s Email: bryan@clientelingpodcast.com or bryan@retailtechexec.comCall Bryan: 404-348-4849 Tags: retail clienteling clientricity Own-Kind retailtransformation
